Resource Services

Transcription

1 Resource Services Time is Money...We'll save you both! Customer Contact Center Outsource

2 Every time a customer contacts your company, your entire organization is tested. Are you ready for it? Imagine your company with the ability to route thousands of customer contacts, across multiple contact channels, to the most effective resource available to resolve that inquiry. Now, imagine how much time and money your company will be saving. These problems may sound familiar... Imagine giving your customers the assurance that you value their time, as much as their business. We can help! Customer Retention 80% of business lost in America is due to apathy after the sale. Prospecting vs. Closing When you are busy finding new prospects, you're unable to focus on closing more sales. New Technology The demands of today's consumer require consistent communication through all media forms. Keeping up with ever changing technology requires major capital investments. * Customer Satisfaction Surveys * Account Status * Billing Inquiries & Payments * Order Processing * Product or Service Questions * Shipping Inquiries * Up-selling/Cross-selling * Technical Support * Appointment Setting * Lead Qualification * Follow-up to Direct Mail & * Lead Enhancement * Market Research - Surveys - Statistical Analysis * Direct Sales - Fundraising * Membership Acquisition, Renewals & Lapsed * Interactive Voice Response (IVR) Skills Based Routing Touch-tone Data Retrieval In Queue ACD Callback Option * Response Automated & Agent Response Options * Voice Over Internet Protocol Technology (VOIP) * Live Website Help - Online Call Back Option Text Chat with Page Push, Co-Browsing & Forms Assistance

3 Why Outsource? Outsourcing is 3% - 8% less expensive than in-house and 10% - 15% less expensive than setting up a new center. Here's why o No recruiting expenses o No additional payroll and insurance costs o No more training and supervision expenses o No additional space requirements o No additional equipment purchases o No need for constant technological upgrades By outsourcing, you reduce risk & gain the expertise of a specialist. A consensus in the telemarketing industry is that approximately 90% of call centers go out of business within 7 months of active business. 9% within the following year and only 1% will succeed beyond 5 years. Why us? We are a one-source solution. We process all customer interactions through an integrated-by-design communications server. What this means to you is: o Faster time to market - Most other outsource providers will start your campaign in 15 to 90 days. We'll go to work for you in ½ the time - guaranteed. o Flexibility/Scalability - Want to change your IVR routing? minutes. Want to add text chat to your website? hours. o Reliability % uptime for every contact channel o Efficiency - Integrated, real-time customer history data. Experience and expertise. TeleCont@ct Resource Services has been in business since 1993 and continues to expand. From our beginnings as a call center consulting firm, to a telemarketing service bureau, we have evolved into a multi-media blended customer contact center. Outsourcing with TRS allows you to focus your resources where they should be - running your business. Operating a customer contact center is our core competency. We offer over 80 years of combined call center management experience, coupled with state-of-the-art technology, and knowledgeable agents to handle your customer's needs across all media.

4 Security We understand that you can't afford to lose important calls or data. All of our servers are behind an industrial strength firewall, so you can rest assured that you are well defended. We run multiple daily back-ups, with off-site storage and RAID5 data redundancy onsite, fully protected in a UPS environment. Connected with three T1 voice and data lines, we have fast and reliable Internet access. We operate on a high-speed LAN/WAN with secured workstations and 24 hour monitoring and surveillance. Everyone seems to be raving about new technology, but how can it really affect your business? We'll show you how tomorrow's technology can respond to your customers today. Imagine allowing your customers to access account information via touch-tone. By integrating your customer database with our IVR, you'll lower call volumes while improving your level of customer service. Imagine how your customer feels while waiting on hold. How would they feel if you could turn the tables and truly wait on them? With our ACD Call Back option, a customer can retain their place in queue without waiting on hold. They simply enter their number by touch-tone, hang-up and wait for the next available agent to return their call. You've invested in your website, now benefit from it. Imagine a sure fire way to bridge the gap from a site hit to a sale! Our Web Call Back service will link to your website, so your customers can enter a phone number and have an agent responding to them on the phone within minutes. Imagine a way to automate your responses, and eliminate delays in ordering and customer service. Our Intelligent service will handle routine inquires while routing more specific requests to an agent, along with suggested responses. Imagine an end to abandoned shopping carts and frustrated site visitors. With our Live Help services, text chat is just the beginning. Our agent can push web pages to the customer and then collaborate with them. This is extremely beneficial for forms assistance. Our agents see exactly what they are doing and vice versa, which is invaluable for technical assistance campaigns. What if you have heavily invested in your customer service department? Perhaps you just need overflow help with peak call volumes, or maybe you need to delegate handling routine inquiries. There is no single best way to implement a customer contact solution - only the one that works best for your business.

5 Resource Services Time is Money...We'll save you both! Customer Contact Center Outsource Whether Inbound or Outbound, caring for your customers as well as you would is only part of what we do. We will design a customized, affordable customer contact solution specifically configured for the way you do business. Our representatives are empowered with the kind of experience and information they need to maximize the customer interaction, across multiple contact channels. The results are immediate, with higher customer retention rates, new sales opportunities, and stronger customer loyalty. Call us today for a no cost or obligation needs analysis Sales@eContactLive.com 1209 McHenry Ave., Suite B Modesto, CA Thank you for your consideration. We look forward to hearing from you. Powered by Visit Us At